Complaints Coordinator

Job Title: Complaints Coordinator Contract Type

Temporary

4-month contract (December 2025 - April 2026)

£14.34 per hour

• First week:
  Office-based for training
• Thereafter:
  Hybrid working (2 days in office, 3 days working from home)

• Ealing
• West Bromley (W )
• Pitsea

The Complaints Coordinator will be responsible for managing and coordinating customer complaints efficiently, ensuring timely resolution in line with organisational policies, procedures, and relevant regulatory standards. The role requires previous housing sector experience and a strong commitment to delivering high-quality customer service.

• Manage and coordinate customer complaints from receipt through to resolution
• Ensure complaints are acknowledged, investigated, and responded to within agreed timescales
• Liaise with internal departments and stakeholders to gather information and drive effective resolutions
• Maintain accurate and up-to-date complaint records on internal systems
• Ensure all responses comply with organisational policies, procedures, and regulatory requirements
• Identify trends and recurring issues, escalating concerns where appropriate
• Provide clear, professional, and empathetic communication to customers throughout the complaints process
• Support service improvement by feeding back learning outcomes from complaints

• Previous experience working within the housing sector (essential)
• Proven experience handling complaints or complex customer queries
• Strong written and verbal communication skills
• Ability to manage a high-volume workload and meet strict deadlines
• Good organisational and time‑management skills
• Confident using IT systems and Microsoft Office applications
• Ability to work independently and as part of a team

• Experience working within a social housing or local authority environment
• Knowledge of housing regulations and complaint-handling standards

• Candidates must be available to attend the office full‑time during the first week for training
• After training, the role will follow a hybrid working model
• Candidates may be based at Ealing, West Bromley, or Pitsea offices